Technical Account Manager
Substance
Hong Kong
5天前

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.

We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

The Senior Technical Account Manager (TAM) provides dedicated services designed to improve customer IT operational health in assigned accounts, under the Premier Support program.

Responsible for evangelizing Adobe Solutions with enterprise and corporate customers by engaging as the point of contact for all technical support, as well as delivering dedicated services, standard methodology advice and guidance, and being the customer’s technical advocate within Adobe.

Key elements of the role include preparing a Service Delivery Plan with customers to run the delivery activities needed to support customers early in their implementation cycle, balance risk, and maximize value in Adobe technology adoption.

In addition, partner with Customer Support leaders, you will field questions, log and work high priority issues, and handle critical issues while working with the extended Adobe Support team (Customer Support, Consulting and Engineering).

The over-arching goal is to ensure that you understand your customer’s specific technical requirements and are able to anticipate and avoid issues, identify and mitigate against risk and contribute to a successful implementation and partnership with Adobe.

Providing your customers with proactive information relating to products or technologies within your area of responsibility as well as regular status reporting are a part of this valuable service.

When necessary, you may go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise.

Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews.

The objective of this group is to build outstanding Customer Experiences for customers, resulting in customers being very successful using Adobe products.

What you’ll do

  • Delivery of dedicated services from a mutually agreed Service Delivery Plan.
  • First point of escalation for customer concerns relating to technical issues
  • Customer advocate representing customer needs with internal product teams
  • Coordinating / driving customer technical issues with customer care / engineering / consulting
  • Avoid serious critical issues, by providing timely resolution to technical and product inquires
  • Drive Customer Experience improvements through regular services review
  • Record and document all issues related to customers within established process guidelines
  • Partner with Customer Support leaders to trouble-shoot / qualify cases before raising to Engineering
  • Provide on-site assistance as needed to resolve product issues (minimal)
  • Co-ordinate & execute regular knowledge transfer sessions
  • Ensure customers acknowledge value, resulting in successful ongoing annual Premier renewal
  • What you need to succeed

  • Multi-year experience working in sophisticated enterprise technology environments in consulting / support / account management / development roles
  • Solid presentation skills, and experience organising and handling high-profile customer calls and meetings
  • Ability to work collaboratively with local Adobe Customer Solutions and Sales teams to help position Premier support offerings
  • Drive and own customer critical issues
  • ITIL knowledge and Certification preferred
  • Experience with Adobe Experience Cloud solutions desired
  • Experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, client / server operations and cloud computing or SaaS is desired.
  • Sophisticated written and verbal communication skills
  • Strong personal organization skills
  • Ability to multi-task and prioritize job requirements
  • Bachelor’s Degree or equivalent experience.
  • At least five years of full-time experience in Premier Support / enterprise customer support environments or related field
  • Periodic travel a requirement (approx. 20-25%)
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